ANALISIS KARTESIUS KEPUASAN PASIEN TERHADAP ATRIBUT-ATRIBUT PELAYANAN KEFARMASIAN DI INSTALASI FARMASI RSUD Dr. SOEDIRMAN KEBUMEN TAHUN 2019

Rukmi, Harsinta (2019) ANALISIS KARTESIUS KEPUASAN PASIEN TERHADAP ATRIBUT-ATRIBUT PELAYANAN KEFARMASIAN DI INSTALASI FARMASI RSUD Dr. SOEDIRMAN KEBUMEN TAHUN 2019. Karya Tulis Ilmiah thesis, Universitas Setia Budi.

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Abstract

Health become one of the main need of human being. Hospital was the public facilities that served health service. This study aims to determine patient satisfaction on pharmaceutical service attributes at the pharmacy installation of RSUD Dr. Soedirman Kebumen which is covered in 5 dimensions (tangibles, reliability, responsiveness, assurance, and empathy), in terms of the gap between the performance felt by patients and their expectations. This research is a survey research with quantitative description design. Respondents were 100 patients that met the criteria of inclusion and exclusion. The data collection technique uses questionnaires, while the data analysis uses the importanceperformance analysis using cartesian diagram. The results showed that from 14 pharmaceutical service attributes studied, there were still 2 attributes that were considered important by respondents so that their expectations were high but their performance was poor (did not meet expectations), so respondents were dissatisfied, namely attribute number 4 (speed of drug collection service) and attribute number 8 (the responsiveness of the officers in following up on the respondents' proposals). This demanded the management at the pharmacy installation of RSUD Dr. Soedirman Kebumen to improve the quality of pharmaceutical services in 2 (two) attributes: for the attribute of speed drug retrieval service can be done by adding space and adding drug retrieval service personel, then attribute the responsiveness of officers in following up on the proposals of respondent can be done by increasing the provision reward and punishment for officers to be motivated to increase their responsiveness in following up on patient complaints. ______________________________________________________ Keywords: Cartecius, patient satisfaction, pharmacy service, RSUD Dr. Soedirman

Item Type:	Thesis (Karya Tulis Ilmiah)
Uncontrolled Keywords:	Cartecius, patient satisfaction, pharmacy service, RSUD Dr. Soedirman
Subjects:	R Medicine > R Medicine (General)
Divisions:	Fakultas Farmasi > Prodi D3 Farmasi
Depositing User:	Tifany Nur Arfiana
Date Deposited:	19 Nov 2019 02:21
Last Modified:	19 Nov 2019 02:21
URI:	http://repo.setiabudi.ac.id/id/eprint/3927

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